The opportunity is for an experienced Production Coordinator to grow, nurture and lead the company team taking care of our customer facing operations. Customer facing operations constitute one of the most important aspects of our business, and as such this role includes the opportunity to excel in the following key areas:

• Customer support – ensuring that customers receive the best quality service in assisting them and resolving issues to their satisfaction.
• New customer onboarding and training – assisting customers with integrations to our platforms and consumption of our services. In this regard access to any necessary technical personnel to assist, will be provided.
• The generation and circulation of data and analytics – ensuring that all stakeholders (internal and external) receive and digest operational and product reports and management information, across the entire spectrum of the company’s products and services.

The opportunity provides scope to contribute to the development and delivery of high-quality, effective training programmes, targeted towards customers and internal stakeholders. Reporting directly to the Head of Operations, your focus will be across the spectrum of operations from on-boarding of new customers, to support and maintenance of operational issues, to producing production reports and insights, and to advising the technical teams on issues of quality and supportability. You will have input into the analysis and understanding of customer experience, with the view of optimising service quality and delivery. The opportunity is to ultimately grow and supervise a team of operations support staff in line with the business’s growth strategies and directives from the Head of Operations. The role will include opportunities for training and skills development in line with the requirements for customer excellence in operations

• Have a working knowledge of all software and services developed by the company in order to provide 1st and 2nd level support.
• Logging of incidents in the ticketing system, following up with affected parties, updating tickets and tracking through to resolution.
• Liaising with the Development Team on issues and working to provide additional information as and when required.
• Analytical skills required to understand nature of problems at hand.
• Facilitating client onboarding through basic project management.
• Liaising with 1st, 2nd and 3rd level support teams internally and externally.
• Facilitating the transfer of knowledge from internal technical teams across to operational teams with the view to ensuring adequate internal knowledge and understanding within the operations teams.
• Supervising and coordinating the activities of the operations teams, in accordance with the company’s objectives and directives from the Head of Operations.
• Preparing daily, weekly and monthly reports and MI (stats).
• Attending meetings and from time to time take minutes for distribution to other meeting attendees.
• Preparation of training material and release notes for new and/or updated software.
• Preparation of presentations for certain meetings. Microsoft PowerPoint skills required.
• Training of customers that will be utilising products and services developed by the company.
• Preparation of release notes.
• Distribution and management of disputes arising from misuse of products.
• Communication to all stakeholders pertaining to roll out status/updates.
• Monitoring system performance for both internal and external systems to ensure that any downtime/problems encountered are identified, escalated and resolved quickly and efficiently and in accordance with SLAs.
• Reporting downtime in accordance with existing  escalation processes.
• Liaising with technicians and contractors to assure timely and efficient completion of tasks/projects.
• Liaising with sales/business teams for weekly project updates and updating the ticketing system.
• Efficient communication of issues, and proper documentation of the entire process for each task/project.
• Facilitate communication between business/sales teams and technical teams.
• Keep up to date with all operational activities, as well as having an awareness of the new product and service release schedules.
• Participation in sprint take-on planning sessions to ensure awareness of any planned releases / new features.
• May be required to work overtime from time to time for deployments that occur outside of office hours.

Own transport essential, as the successful candidate may be required to travel to clients from time to time

We are looking for:

• Someone with a good cultural fit and who aspires to the same outcomes as us.
• A technically sound approach is essential, but so too is an open-minded willingness to innovate and create.
• An autonomous self-driven individual who excels at getting the right things done.
• An individual inspired to learn and expand theirs and their teams’ competencies and skills in line with the company’s objectives to deliver operational excellence.
• The role requires a mature Senior Production Coordinator who is knowledgeable and proficient in their craft and takes utmost pride in their work.

Skills

• At least 3 years of direct exposure in the role of Production Coordinator, providing products and services in line with those of Comcorp.
• Very good working knowledge of the Microsoft Office suite of products, especially Excel.
• Must have exemplary communication skills and be able to communicate clearly and effectively. Accurate communication is key. English mandatory. Other languages beneficial but not essential.
• Must have the ability to learn quickly and grasp new concepts.
• Problem-solving and analytical skills are required.
• Must be able to pay attention to detail and possess the desire to carry a task through to completion. Good time management skills is critical. Multi-tasking is an important skill, but the successful candidate must also be able to prioritise activities – understanding which are more critical than others – and concentrate on them.
• Plans and manages appropriately; holds self and team accountable for achieving goals.
• Must have strong interpersonal skills and be able to collaborate with others.
• Must be self-reliant and capable of working independently while still able to work with other members of the team.
• Proactively builds relationships and generates effective discussion and mutual support for plans and ideas.
• Proactively seeks out new knowledge sources and uses and shares knowledge effectively. Strives for excellence, sets and measures challenging objectives for self and others, and gives evidence-based feedback that helps others to excel.
• Must possess the ability to think clearly and rationally about what to do, including the ability to engage in reflective and independent thinking.
• Must be able to think strategically and take action accordingly.
• Must possess excellent documentation and writing skills in order to ensure documents are written in a clear and concise manner, and at a level that is appropriate for your stakeholders.
• Must process the ability to work under pressure and be able to meet deadlines.

Qualifications:

• Relevant tertiary qualification.

Experience:

• Direct prior experience working as a production coordinator.
• A minimum of 3 years of previous working experience is essential.

• Must be highly computer literate, with above average MSOffice skills, particularly MSExcel and MSWord.
• Experience within the financial services sector is considered an advantage.

To be discussed and is based on skill and ability which will be determined through the testing and interview processes